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Travel Agent’s HandbookResolution 800 EditionEffective 1 June 2015
Travel Agent’s HandbookResolution 800 EditionEffective 1 June 2015International Air Transport AssociationMontreal—Geneva
NOTICEDISCLAIMER. The information contained in thispublication is subject to constant review in thelight of changing government requirements andregulations. No subscriber or other readershould act on the basis of any such informationwithout referring to applicable laws and regulationsand/or without taking appropriate professionaladvice. Although every effort has been made toensure accuracy, the International Air TransportAssociation shall not be held responsible for any lossor damage caused by errors, omissions, misprintsor misinterpretation of the contents hereof.Furthermore, the International Air TransportAssociation expressly disclaims any and allliability to any person or entity, whether apurchaser of this publication or not, in respect ofanything done or omitted, and the consequencesof anything done or omitted, by any such person orentity in reliance on the contents of this publication.Travel Agent’s Handbook—Resolution 800 EditionISBN 978-92-9252-618-4 2015 International Air Transport Association. All rights reserved.Montreal—Geneva
FOREWORD“FROM THE AGENCY ADMINISTRATOR”Welcome to the 2015 edition of the Travel Agent's Handbook, which contains the current text of PassengerAgency Conference Resolutions that apply to IATA Accredited Agents.This publication is normally produced annually and is legally required to be provided to each ApprovedLocation of an IATA Agent.Section 1 of this Handbook contains useful information specific to Resolution 800 countries. Further GeneralInformation can be found on the dedicated Agenthome website (see below for details).The Passenger Agency Conference Resolutions and locally established criteria, which together form part ofthe Passenger Sales Agency Agreement, can be found in Sections 2 and 3 respectively of this Handbook.The rules and criteria contained in Sections 2 and 3 are mandatory and must be adhered to by agentsparticipating in the Programme in the country/area governed by these rules.The Manager of each Approved Location is recommended to draw this Handbook to the attention of staffinvolved in selling international air transportation and issuing tickets. There are items of information in thehandbook which will strengthen travel agents' knowledge of their trade and make them more effective in theirwork, to the advantage both of their employer and themselves.The Agency Programme is constantly under review and is the subject of on-going dialogue between airlinesand agents. As a result, adjustments and improvements are progressively introduced in order to keep theprogramme relevant to the industry's needs in the marketplace. The changes in this handbook incorporate allthe amendments made in 2014, a summary of which is provided in the ‘Salient Aspects’ section that follows.The Agenthome website (www.iata.org/agenthome) provides a wealth of information for IATA AccreditedAgents. In addition to the individual Passenger Agency Conference resolutions, Agents will also be able todownload copies of essential publications (Travel Agent's Handbook, BSP Manual for Agents) and otherreference material.Agency Administrator(email: Agenthome@iata.org)EFFECTIVE 1 JUNE 2015i
Travel Agent's HandbookSALIENT ASPECTS OF NEW OR AMENDED RESOLUTIONSResolution 800–Passenger Sales Agency RulesVarious amendments to reflect action taken at PAConf/36 to remove references to a Provisional SalesAgency Agreement.Paragraphs 3.5.1.2/3: provisions updated to reflect operational practices of sending notifications throughBSPlink.Paragraphs 14.1 and 15.2: removal of reprimand provisions/references.Resolution 800a–Application Form for Accreditation as an IATA Passenger Sales AgentNew paragraph 8.7 requiring GDS details.Resolution 800f–Agents' Financial Evaluation CriteriaVarious amendments to enhance the clarity and relevance of the criteria.New definitions for ‘Audited Accounts’ and ‘Interest Expense’.Resolution 820e–Reviews by the Travel Agency CommissionerParagraph 1.2.2.4: text amended in respect of the interlocutory relief granted by a Travel AgencyCommissioner being backed up by a bank guarantee.Paragraph 3.3.4: reprimand provision deleted.Resolution 822–IATA Numeric CodeSections 4, 5, 6, 8: deletion of outdated references relating to paper documents and insertion of crossreference to Resolution 854 in respect of validation of traffic documents being undertaken by the ETSP.Resolution 850p–Financial SecuritiesSection 1: new definition added for ‘Bank’ and amended for ‘Financial Security Provider’.Section 2: new provisions clarifying the acceptable Financial Security types.Section 3: clarification that IATA will decide whether to accept financial security instruments from theProvider.Section 4: new exception added for India.Resolution 866–Definitions of Terms Used in Passenger Agency Programme ResolutionsAddition of a number of new definitions.Resolution 868–Passenger Agency Conference Steering Group and the Agency Administrator–NEWA new resolution formalising the Passenger Agency Conference Steering Group, its membership and Termsof Reference and the autonomy of the Agency Administrator to act in extraordinary circumstances.iiEFFECTIVE 1 JUNE 2015
ForewordREFERENCE MARKS USED FOR RESOLUTIONSThe following symbols placed against an item indicate changes from the previous edition:SymbolMeaningAddition of a new itemChange to an itemCancellation of an itemINTENTIONALLY OMITTED sometimes appears in place of a paragraph or subparagraph. This usuallymeans that the provision in question has been deleted. Renumbering of subsequent provisions is thusavoided, thereby easing the problems of consequential cross-referencing amendments in other Resolutions.EFFECTIVE 1 JUNE 2015iii
Travel Agent's HandbookTABLE OF CONTENTSPageSection 1—InformationAccreditation and Appointment Procedure .Changes Within an Agency Requiring Prior IATA Approval .13Section 2—Passenger Agency Conference Resolutions—This is part of the contract betweenTravel Agents and IATA 20e822824824a824d824r828830a830d832Interpretation and Hierarchy of Rules pertaining to the Sales Agency Programme .Passenger Sales Agency Rules .Section 1—Definitions .Section 2—Criteria for Accreditation and Retention .Section 3—Agency Investigation Panel .Section 4—Procedures for Accreditation of Agents .Section 5—Appointments .Section 6—Application of Minimum Security Standards for Premises and Systems .Section 7—Reporting and Remitting Directly to Members in Non-BSP Countries .Section 8—Reporting and Remitting Through the Billing and Settlement Plan .Section 9—Consequences of Default .Section 10—Commission and Beneficial Services .Section 11—Change of Ownership, Legal Status, Name or Location .Section 12—Reviews by the Travel Agency Commissioner .Section 13—Arbitration .Section 14—Measures Affecting an IATA Agent's Standing .Section 15—Indemnities and Waiver .Attachment ‘A’—Notice of Change of Ownership/Legal Status .Application Form for Accreditation as an IATA Passenger Sales Agent .Agents' Financial Evaluation Criteria .Electronic Ticketing .Agency Programme Joint Council—Israel .Office of Travel Agency Commissioner .Reviews by the Travel Agency Commissioner .IATA Numeric Code .Passenger Sales Agency Agreement (Version II) .Application of the Term ‘Commission’ .Deposit Receipts to be Issued by Agents .Refunds to Agents .Remittance of Amounts Collected as Part or Full Special Advance Payment for SpecialFares .Consequences of Violation of Ticketing and Reservation Procedures .Reservations Procedures for Accredited Agents .Reporting and Remitting Procedures .Section 1—Reporting and Remitting through the Billing and Settlement Plan (BSP) .Section 2—Reporting and Remitting Directly to Members in non-BSP Countries .Section 3—Consequences of Default to BSPs and to Members .Attachment ‘A’—Frequency of Agent Remittances 050515152535455626567
Table of 66868878880880a884886886a886p890892PageChange of Traffic Documents by Agents .Industry Settlement Systems .Issue and Processing of Agency Debit Memos (ADMs) .Financial Securities .Designation and Selection of Ticketing Airline .Passenger Agency Programme Global Joint Council (PAPGJC) .Joint Agent and Airline Consultative Meetings .Definitions of Terms Used in Passenger Agency Programme Resolutions .Passenger Agency Conference Steering Group and the Agency Administrator .General Concurrence .Reduced Fares for Accredited Passenger Sales Agents .IATA Travel Agent Identity (ID) Card .Attachment ‘A’—Recognition and Acceptance of the IATA Travel Agent ID Card .Attachment ‘B’—Countries where the IATA Travel Agent ID Card is in Circulation .Attachment ‘C’—Application Form .Reduced Fares for Delegates Attending Official Joint Industry Meetings .Members' Group Vocational Training Trips for Accredited Passenger Sales Agents .Reduced Fares for Passenger Agents (IATA/UFTAA Professional Examinations) .Reduced Fare Transportation for Persons Officially Travelling to Travel AgencyCommissioner Hearings .Card Sales Rules .Disclosure of Positions Taken at an IATA Meeting on 3—Local Financial Criteria for the Accreditation and Retention of Agents—This is part of thecontract between Travel Agents and IATA MembersLocal Financial Criteria .105
Travel Agent's Handbook
Accreditation and Appointment ProcedureACCREDITATION AND APPOINTMENTPROCEDUREThe regulations concerning the approval, accreditation,and retention of Agents are set forth in detail in IATAResolutions and are reproduced in this handbook. Thefollowing brief outline thus serves merely as an introduction.SALES AGENCY RULESPassenger Sales Agency Rules regulate the relationshipbetween IATA Accredited Agents and Member Airlines.These rules set forth the rights and obligations of bothparties as well as the procedures applicable to thoseseeking IATA accreditation for the sale of international airpassenger travel.STATUS OF IATA ACCREDITED AGENTAn IATA Accredited Agent is a passenger sales agentwhich has been approved by Member Airlines, throughthe local Agency Investigation Panel (AIP) in accordancewith the Sales Agency Rules.APPLICATIONAny person or organisation may become an AccreditedAgent by submitting an application which is in the form ofanswers to a questionnaire (see text of Resolution 800ain this handbook). Copies of the questionnaire andanswers to enquiries can be obtained from the Secretaryof the AIP as the Agency Administrator's representative. Itis to the Secretary of the AIP in whose area of jurisdictionthe applicant is situated that the application is to be sent.More detailed information regarding application procedures can be obtained from:Asia/PacificAgency Management—Accreditation Services,Asia/PacificInternational Air Transport Association111 Somerset Road#14-05 Triple One SomersetSingapore 238164Africa and Middle EastAgency Accreditation ServicesInternational Air Transport AssociationKing Abdallah II StreetAl Shaab RoundaboutBusiness Park, Building GH8P.O. Box 94058711194 AmmanJordanIATA's Customer Services portal provides a valuableResource Centre where customers can find a wealthof information relating to the Agency Programme andthe BSP.In addition, Agents may send an enquiry directly toour Customer Services via the following CATION OF APPLICANTSQUALIFICATIONSAIPs, composed of senior local representatives of Member Airlines operating into the particular territory, havebeen established in order to assist in collecting thenecessary information concerning applicants. AIPs examine the qualifications of an applicant with respect to, interalia:— financial record and standing— staff qualifications and experience— identification and accessibility of premises— security and proceduresACTION ON APPLICATIONSAn applicant will be granted recognition as an IATAAccredited Agent and consequently be appointed torepresent Member Airlines, by meeting the qualificationsand criteria as outlined in the Sales Agency Rules andexecuting a Passenger Sales Agency Agreement. Aperson whose application has been disapproved is toldthe reasons for such action. The disapproved applicantmay request reconsideration or a review of the decisionwithin 30 days after the date of the notice of disapproval.NUMERIC CODEEuropeAgency Accreditation ServicesIATA Service Centre EuropeTorre Europa Paseo de la Castellana 95, 5th floor28046 MadridSpainEach Approved Location of an Accredited Agent isallocated an individual IATA Numeric Code and is enteredon the IATA Agency List for the respective Area. IATAMember Airlines are free to appoint Accredited Agentsfrom that List.QUALIFICATIONS AND CRITERIACertain minimum criteria must be met if an application isto be successful. IATA accreditation will not be given toan applicant who fails to meet these minimum criteria.The criteria must continue to be met in order to ensureretention on the IATA Agency List. The criteria fall into thefollowing categories.EFFECTIVE 1 JUNE 20151
Travel Agent's HandbookPremisesEducational TrainingThe place of business under application shall be open forbusiness on a regular basis, be identified and trade as atravel agency; provided that a place of business whichdoes not meet these conditions may nevertheless beapproved if it meets all other qualifications and is:— solely devoted to the organizing of Inclusive Toursand performs the issuance of Traffic Documentsrelated to such Inclusive Tours only, or— an In-Plant Branch Location situated on the premisesof an organisation, plant or commercial firm anddedicated substantially to the travel requirements ofthat organisation, plant or commercial firm.IATA Member basic Fares and Ticketing CoursePre 2001 IATA/UFTAA Standard DiplomaIATA/UFTAA Travel & Tourism FoundationCertificateOther local equivalent course, as approved bylocal APJC in consultation with IATA (ITDI)IATA/UFTAA GDS Proficiency Certificate, ORIATA/UFTAA GDS Fares & Ticketing Certificate(20 points maximum for both GDS Certificates)IATA Member Advanced Fares & Ticketing CoursePre 2001 IATA/UFTAA Advanced DiplomaIATA/UFTAA Travel & Tourism ConsultantCertificateOther local equivalent Advanced course, asapproved by local APJC in consultation with IATA(ITDI)The place of business shall not be located in office spacejointly occupied with another travel agency, an AccreditedAgent or an air carrier. The place of business shall not belocated at an airport.Minimum Security StandardsPlease refer to revised Security provisions contained inResolution 800, Section 6.Staff QualificationsThe applicant must have in its employment at least onecompetent, qualified staff member to be present at theplace of business under application during the workinghours of such place of business. Such person must meetthe criteria of competence and experience determined bythe Agency Investigation Panel in respect of the countrywhere such place of business is located.IATA working with UFTAA have developed a trainingprogramme based on a points system. The followingcriteria may be used in some countries or areas as thecriteria for staff approval. It is also included here as aguideline for any country or area considering adopting asimilar scheme.StaffThe assessment of staff qualifications is made on thebasis of a points system, from educational training and/orpractical experience. A minimum of 35 points must beachieved by at least one staff member, or by each of2 staff members (35 points each, not combined) when theagent employs 4 or more staff members. The staffmembers must be permanent full-time employees of theAgent, and must attend the place of business during allthe working hours of the Agency.Points are awarded for both training and experience asfollows:Success in any training courses must result from formalcontrolled testing within 5 years of the application/reviewdate, and certificates must be provided. If the course wassuccessfully completed between 5 and 10 years of theapplication date, half of the applicable po
Effective 1 June 2015 International Air Transport Association Montreal—Geneva. Travel Agent’s Handbook—Resolution 800 Edition ISBN 978-92-9252-618-4 . BSP Manual for Agents) and other reference material. Agency Administrator (email: Agenthome@iata.org) EFFECTIVE 1 JUNE 2015 i. Trav
